When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Not long ago, mapping the customer journey meant sticky notes, whiteboards and long meetings to debate where people were falling through the cracks. Today, AI transforms this process into something ...

Ron Carson leads Thirdside, a leading customer insights agency. The secret to GTM success? Actual conversations such as Win-Loss Analysis. Today, companies can track and measure customer interactions ...

Learn how marketers are using AI to gain a holistic view of the customer experience—without losing sight of individual touchpoints. Understanding the intricate tapestry of the customer journey is ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Answer: Mapping is an important tool for marketers to understand how customers interact with their brand. Consumer Journey Mapping is an important tool for marketers to understand how customers ...